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Customer-Centric Wellness
A system to increase an organization’s customer-centricity can be compared to a wellness program. Instead of treating problems, it prevents them. It creates a new direction which goes beyond break-even...
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Enthusiasm for Customers
“Enjoyment of what you are doing, combined with a goal or vision that you work toward, becomes enthusiasm.” (Eckhart Tolle, A New Earth). Customer 3D organizations understand this transformation...
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Customer3D™ Capacity to Do More
Cross Fit is a comprehensive strength and conditioning program used by police academies, military special operations units, and others. It is a system that delivers higher performance, allowing...
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Customer 3D™ Collaboration
The least talked-about factor in becoming customer-centered is the way departments work with each other. If you look around your organization and see signs of a silo mentality, it is inevitable that...
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Beyond Lagniappes
Lagniappes are token gifts given to a customer by the seller at the time of a purchase. The word is from the Spanish phrase for “something that is added.” Think of a 13th bagel added for free as an...
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Making a Difference
When we say the phrase “Make a Difference,” I’m willing to bet that most of us immediately think about making this difference in the community: volunteering at schools or prisons, philanthropy, or...
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First or Second?
Several excellent companies, including Southwest Airlines, have publicly announced for years that they care about employees first and customers second. It’s an edgy statement because we have been...
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Inside Information
In 1962, Jackie Kennedy visited Pakistan with the U.S. Ambassador, Walter McConaughy, who was not performing up to the standards she, or anyone else, expected. During her trip she penned the only...
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A Bigger Pie
Shirley Taylor, recent President of the Asia Professional Speakers Singapore, is part of a vibrant mastermind group of professional speakers who are all growing their businesses. Instead of operating...
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Corporate Follow-Up
I always want to know the back story of feel-good customer service stories. Recently, a young traveler, with no money, was fed for free by the Wolfgang Puck restaurant in Chicago-O’Hare Airport. It’s...
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